EPEthan Paulsen
@ethanpaulsen
Dedicated customer service professional with leadership experience.
South AfricaWhat I'm looking for
I am a dedicated customer service professional with a strong background in delivering exceptional service and resolving complex issues. Currently, I serve as a Senior Advisor for Farmers Insurance at WNS Global Services, where I leverage my communication skills to assist customers effectively and ensure their needs are met. My experience includes managing escalations and providing coaching to team members, which has honed my leadership abilities.
Previously, I worked at Takealot.com as a 2IC/SME, where I was responsible for assisting agents with queries and managing team performance. My journey in customer service began as a representative, where I developed a keen understanding of customer needs and the importance of building loyalty. I am passionate about creating positive customer experiences and continuously seek opportunities for professional growth.
Experience
Work history, roles, and key accomplishments
Senior Advisor for Farmers Insurance
WNS Global Services
Aug 2024 - Present (11 months)
Delivered timely, accurate, and professional customer service, resolving product or service problems by clarifying customer queries and identifying root causes. Communicated with customers via phone, utilized various software for resolution, and liaised between internal departments to solve customer queries.
Customer Service Representative
Takealot.com
Aug 2021 - Jul 2024 (2 years 11 months)
Delivered timely, accurate, and professional customer service, resolving product or service problems by clarifying customer queries and identifying root causes. Communicated with customers via phone, email, and chat, utilizing various software for resolution.
2IC/SME
Takealot.com
Oct 2022 - Jul 2024 (1 year 9 months)
Assisted agents with queries, handled escalations, and pulled daily statistics for the team. Provided coaching for agent improvement and managed adherence metrics such as auxes and break times.
General Labourer
Digistics
Dec 2019 - Jan 2020 (1 month)
Responsible for offloading and loading trucks, containers, and freezers. Repacked stock efficiently within the warehouse.
Warehouse Assistant
Saucing Marketing
Dec 2017 - Dec 2019 (2 years)
Conducted stock takes of all warehouse products and packed pallets for clients. Maintained cleanliness and organization within the warehouse.
Marketing Assistant
Lifestyles
Jan 2016 - Dec 2016 (11 months)
Promoted various health products and engaged in marketing activities. Served as a client liaison, building and maintaining customer relationships.
Education
Degrees, certifications, and relevant coursework
HTS Bellville THS Bellville
Grade 12, General Studies
Activities and societies: Subjects included English First Language, Afrikaans Second Language, Technical Science, Technical Mathematics, Electrical engineering, and EGD (engineering graphics design).
Completed Grade 12 with subjects including English First Language, Afrikaans Second Language, Technical Science, Technical Mathematics, Electrical Engineering, and Engineering Graphics Design.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
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